You can have all the right processes and procedures in place, but it’s customer communication skills like empathy, adaptability, attentiveness, and consistency that convert and retain buyers. Training your team to recognize these drivers of human behaviour and deliver more personalized consumer experiences can improve your conversion rate by roughly 8%.
“Great customer service is about making the customer feel satisfied and feel as if they made the right decision when they chose our company to solve their problem. In every customer service case, even when we disagree with a customer’s point of view, we seek to make them feel as if we are on their side and that we are committed to helping them.” – Mike Sims, founder and owner of ThinkLions.
Business leaders must prioritize customer communication skills and seek solutions to ensure their teams’ ability to deliver five-star customer service experiences consistently.
4 customer communication skills your team must have:
Communicating with empathy is a crucial element to deepening customer engagement. Whether a customer comes to your team with a particular issue or concern, expressing empathy builds trust and a foundation for relating to one another.
Flexible, creative thinking is not just a soft skill that would be nice for employees to have; it’s one of the most sought-after skills on employers’ hiring checklists. Every customer is different, and the ability to handle surprises and shifting customer moods builds a solid foundation for top-notch customer service.
Attentiveness is a pillar of emotional intelligence. Successful customer support teams are able to set aside distractions and remain fully present during customer interactions.
Customers need to feel understood—especially those who opt for live customer service (versus written communication channels like email or chat). Rather than using canned responses, teams should be encouraged to paraphrase, empathize, and ask open-ended questions.
Consistency is essential to a company’s ability to effectively brand, track a consumer’s path to purchase and ensure a cohesive customer journey across platforms. Customers today expect seamless experiences, consistent messaging, and acute attention to detail across all channels.
These four fundamental communication skills can boost customer satisfaction, retention, and even referrals when put into practice. Having a solid customer base not only equates to more outstanding sales and profit margins but also fosters an industry-leading reputation that positions your business as a strong brand at the forefront of its market.
Credit: Grammarly business